Post on 30-Jan-2018
Extending the value of CA Service Desk Manager with integration connectors – SAP Solution Manager, MS System Center Operations ManagerChristophe Trinquet
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2Extending the value of CA Service Desk Manager witlh integration connectors – SAP Soution Manager, MS System Center Operations Manager Copyright © 2009 CA
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3Extending the value of CA Service Desk Manager witlh integration connectors – SAP Soution Manager, MS System Center Operations Manager Copyright © 2009 CA
Agenda
> SAP Solution Manager Integration
> Microsoft Systems Center Operations Manager
Integration
4Extending the value of CA Service Desk Manager witlh integration connectors – SAP Soution Manager, MS System Center Operations Manager Copyright © 2009 CA
SAP Solution Manager Integration
Situation Overview
> Drivers
SAP customers have been required to use the SAP
Solution Manager (SAP-SM) to manage their SAP
implementations
> Customer Problem
SAP-SM works within the SAP infrastructure, not the
existing IT management systems
Result: Siloed IT management
> CA’s Solution
Integrate SAP-SM and CA Service Desk Manager to allow a
single point of control
6Extending the value of CA Service Desk Manager witlh integration connectors – SAP Soution Manager, MS System Center Operations Manager Copyright © 2009 CA
Customer Value
> Single point of tracking
Drives efficiency
Compliance tracking
> Tie into other SDM consolidated processes
Problem Management
Change Management
Configuration Management
Overall Service Management
> Save money
To get the same integration done by SAP consulting or
competitor would cost $200k
7Extending the value of CA Service Desk Manager witlh integration connectors – SAP Soution Manager, MS System Center Operations Manager Copyright © 2009 CA
Scenarios
> SAP Solution Manager creates tracking tickets in CA SDM
SAP SM detects an issue which is to be managed in SAP SM but the
incident is recorded in CA SDM for integrated tracking and reporting
> CA Service Desk Manager creates an SAP SM ticket
People report an incident through normal CA SDM channels that must be
managed in SAP SM - incident ownership can be passed to SAP
> SAP Solution Manager generates an incident that isn't an SAP issue
which is then transferred to CA SDM
In some cases, incidents may be created in SAP SM that end up being
non-SAP issues (i.e. network issues) and should be managed in CA SDM
8Extending the value of CA Service Desk Manager witlh integration connectors – SAP Soution Manager, MS System Center Operations Manager Copyright © 2009 CA
Additional Features
> Controlled SAP Incident creation
Checkbox in SDM to replicate to SAP based on Category
> Real-time, Bi-Directional updates
Key updates are synchronised automatically from Service Desk
to SAP Incident
> Synchronisation of CA and SAP contacts
Ensure that contacts and assignees are populated and mapped
between systems
> Technical/design
Robust Web Services integration with message queues
Follows CA and SAP customisation best practices
9Extending the value of CA Service Desk Manager witlh integration connectors – SAP Soution Manager, MS System Center Operations Manager Copyright © 2009 CA
Availability and implementation
> Key prerequisites
CA Service Desk Manager r12.1
SAP Solution Manager 7.0 SP13 or later
> Available as SD enhancement Aug. 31, 2009
> Supported through CA Support & support.ca.com
> Included going forward with CA Service Desk releases, as
of r12.1 SP3
> Compatibility with future SAP-SM releases 7.x is assured
by SAP
Uses SAP-SM API as outlined by SAP Best Practices
10Extending the value of CA Service Desk Manager witlh integration connectors – SAP Soution Manager, MS System Center Operations Manager Copyright © 2009 CA
Scenario 1:SAP Initiates and owns all SAP Incidents, and sync’s to a CA Service Desk Tracking Incident
> An SAP Event or Basis member has
raised a message that needs
attention.
> The team populates the necessary
Sold To Party, Agent, Component
and other pertinent information on
the SAP Incident.
> All updates to the SAP Incident are
managed in Solution Manager and
synchronised to a CA Service Desk
tracking ticket.
> SAP Solution Manager proposes
solutions, which get rejected, or
ultimately accepted, and the Incident
is set to Confirmed, which closes the
CA Service Desk tracking Incident.
11Extending the value of CA Service Desk Manager witlh integration connectors – SAP Soution Manager, MS System Center Operations Manager Copyright © 2009 CA
Scenario 1:SAP Initiates and owns all SAP Incidents, and sync’s to a CA Service Desk Tracking Incident
1. An SAP incident is reported by a customer, user,
reporter or an event within the SAP landscape.
2. An incident support message is created in SOLMAN.
3. The incident is synchronised to CASD with a specific
category indicating that it is an SAP incident, and is
being managed by SAP Solution Manager.
4. A member of the SOLMAN team evaluates the
incident report.
5. The SOLMAN team works the incident and updates it
with a proposed a solution.
6. The proposed solution is forwarded to CASD.
7. The SOLMAN team reviews the proposed solution with
the incident reporter.
8. If the proposed solution does not resolve the incident:
1. The solution is rejected in SOLMAN
2. The rejection is relayed to CASD
3. The incident is worked in SOLMAN until another proposed
solution is identified and processing continues from step 5
above
9. The proposed solution is confirmed as working:
1. The incident is updated in SOLMAN to show the solution
works
2. The incident update is relayed to CASD as informational only
3. The incident is closed in SOLMAN
4. The incident closure is relayed
12Extending the value of CA Service Desk Manager witlh integration connectors – SAP Soution Manager, MS System Center Operations Manager Copyright © 2009 CA
Business Benefits
> Allows the continued operation of a mature SAP Incident
Support process, with minimal interruption
> Updates to the SAP-initiated Incidents are synchronised
to CA Service Desk in order to support a single source of
truth for all incidents
> Enables appropriate SOX auditing as a single repository
houses all information on incidents and problems for the
customer, regardless of where the incident was initiated
13Extending the value of CA Service Desk Manager witlh integration connectors – SAP Soution Manager, MS System Center Operations Manager Copyright © 2009 CA
Scenario 2:SAP Initiates an SAP Incident and sends the Incident to CA Service Desk for resolution
> An SAP Event, Basis member or User has
raised a message in SAP Solution Manager.
> The team populates the necessary Sold To
Party, Agent, Component and other pertinent
information on the SAP Incident and sends
the Incident to CA Service Desk.
> CA Service Desk makes appropriate updates
and changes to the ticket and sync’s them
back to SAP’s Incident through Activity Log
entries.
> CA Service Desk proposes solutions to SAP
Solution Manager, which can either be
rejected or accepted by the Solution
Manager Agent.
> Solution Manager confirms the Incident,
which then closes the CA Incident.
14Extending the value of CA Service Desk Manager witlh integration connectors – SAP Soution Manager, MS System Center Operations Manager Copyright © 2009 CA
Business Benefits
> Allows the continued operation of a mature SAP Incident
Support process, with minimal interruption
> Enables each support team (SAP Basis, IT L1/L2) to
address the Incidents that each are responsible for,
within their respective tool
> Allows SAP to send incidents to CA Service Desk if they
are determined to be an IT incident as opposed to an SAP
specific incident.
SAP Message describes access issues, after initial investigation
SAP message by SAP Basis Team the incident is sent to CA
SD/IT L1 for servicing as the users PC is not on the network.
15Extending the value of CA Service Desk Manager witlh integration connectors – SAP Soution Manager, MS System Center Operations Manager Copyright © 2009 CA
> An employee or customer enters a CA Service
Desk incident with a Category that has its “Send
to SAP” flag set. As a result the incident is
automatically sent to SAP Solution Manager for
resolution.
> The SAP Basis team populates the necessary Sold
To Party, Agent, Component and other pertinent
information on the SAP Incident and sync’s the
Incident information back to CA Service Desk.
> CA Service Desk can add comments; change
priority, status or assignee on the Incident; and
changes will be automatically synchronised back
to the SAP Incident.
> SAP proposes solutions and sends the Incident to
CA Service Desk, which then can either Reject
the Solution or show acceptance by Closing the
CA SD Incident.
> At any time in this lifecycle either system is
allowed to update information on the incident in
their respective systems, and sync the
information to the other.
16Extending the value of CA Service Desk Manager witlh integration connectors – SAP Soution Manager, MS System Center Operations Manager Copyright © 2009 CA
Scenario 3:CA Service Desk initiates an SAP Incident and sends the Incident to SAP Solution Manager for resolution
Scenario 3:CA Service Desk initiates an SAP Incident and sends the Incident to SAP Solution Manager for resolution
1. An incident is reported by a customer, user or
reporter.
2. An incident support message is created in CASD.
3. A member of the CASD team evaluates the incident
report.
4. If the incident is deemed to be an SAP application
problem the incident is flagged as SAP relevant and is
forwarded to SOLMAN.
5. The incident is created in SOLMAN.
6. The SOLMAN team evaluates the incident.
7. The SOLMAN team works the incident and once a
possible solution is identified the details of the
proposed solution are sent to CASD.
8. The CASD team reviews the proposed solution with
the incident reporter.
9. If the proposed solution does not resolve the incident:1. The solution is rejected in CASD
2. The rejection is relayed to SOLMAN
3. The incident is worked in SOLMAN until another proposed solution is
identified and processing continues from step 7 above
10. The proposed solution is confirmed as working:1. The incident is updated in CASD to show the solution works
2. The incident is closed in CASD
3. The incident closure is relayed to SOLMAN
4. The incident is closed automatically in SOLMAN
17Extending the value of CA Service Desk Manager witlh integration connectors – SAP Soution Manager, MS System Center Operations Manager Copyright © 2009 CA
Business Benefits
> Single point of entry:
In addition to the benefits outlined in Scenario 1, this
scenario provides a single point of entry for all incidents to
customers, as opposed to requiring customers or analyst
to decide which support tool to use to open incidents in.
18Extending the value of CA Service Desk Manager witlh integration connectors – SAP Soution Manager, MS System Center Operations Manager Copyright © 2009 CA
Implementation
> Available as a downloadable applyptf package at
support.ca.com
#RO11015
> SAP Basis Team Member likely required
> CA Service Desk Administrator required
19Extending the value of CA Service Desk Manager witlh integration connectors – SAP Soution Manager, MS System Center Operations Manager Copyright © 2009 CA
Options Manager Additions to r12.1
> 7 new options
Web service communication
configuration for the SAP
Integration is managed through
Options Manager Options
20Extending the value of CA Service Desk Manager witlh integration connectors – SAP Soution Manager, MS System Center Operations Manager Copyright © 2009 CA
Additions to Contact Detail form
> SAP TAB
A new SAP Tab exposes the
SAP Person ID value for the
contact
> Contact Synchronisation
Contacts not found in one
system or the other are
automatically generated based
on their last name, first name,
and email address attributes
as required by SAP’s Third
Party Helpdesk Integration
Guide
21Extending the value of CA Service Desk Manager witlh integration connectors – SAP Soution Manager, MS System Center Operations Manager Copyright © 2009 CA
Addition to Contact List form
> SAP Person ID
22Extending the value of CA Service Desk Manager witlh integration connectors – SAP Soution Manager, MS System Center Operations Manager Copyright © 2009 CA
Incident Area changes
> Propagate to SAP
Incident Area definitions now
have a new “Propagate to SAP”
checkbox that lets the system
know that any CA Service Desk
Incident opened with an
Incident Area that has this
checked will automatically be
routed to an SAP Solution
Manager Incident
23Extending the value of CA Service Desk Manager witlh integration connectors – SAP Soution Manager, MS System Center Operations Manager Copyright © 2009 CA
Incident List Additions
> SAP Message number
> An analyst immediately
knows the affiliated SAP
Incident # for any CA
Incident that is categorised
as SAP Related
24Extending the value of CA Service Desk Manager witlh integration connectors – SAP Soution Manager, MS System Center Operations Manager Copyright © 2009 CA
Additions to Incident Detail form
> New SAP Tab
A new SAP Tab shows the user all
pertinent SAP data regarding the
incident on a single tab
> Audit/Notifications
Any or all of these attributes can be
audited within CA Service Desk for
changes, as well as used in
automated notifications generated
from CA Service Desk, when
Incidents are instantiated by SAP
and Sent or Synchronised to CA
Service Desk
25Extending the value of CA Service Desk Manager witlh integration connectors – SAP Soution Manager, MS System Center Operations Manager Copyright © 2009 CA
Additions to SAP Message
> New Menu options in SAP
In addition to allowing the
message to be sent to the
External Service Desk (i.e.
OSS or other outsourced
support team), the SAP
support team is able to
Send and Synchronise the
Incident information to CA
Service Desk with 3 new
menu options
26Extending the value of CA Service Desk Manager witlh integration connectors – SAP Soution Manager, MS System Center Operations Manager Copyright © 2009 CA
Technical Deliverables
> CA Service Desk mods applied with the well-known applyptf process
> An SAP add-on package delivered using the SAP AAK (add-on
assembly kit)
> SAP BC sets in support of the add-on package
> CA Service Desk / SAP Solution Manager Integrating Guide
Step-by-step instructions describing how to install the AAK package
Documented instructions describing how to install the BC sets
Documented instructions for any manual SAP configuration required for
the SOLMAN to CASD interface
Documented instructions for any manual SAP configuration required for
the CASD to SOLMAN interface
27Extending the value of CA Service Desk Manager witlh integration connectors – SAP Soution Manager, MS System Center Operations Manager Copyright © 2009 CA
Installation (SAP)
> Installing SAP Package uses the common /nSAINT transaction
> Installing CA adaptations uses the applyptf standard processes, and includes default data to realise immediate value for the integration
28Extending the value of CA Service Desk Manager witlh integration connectors – SAP Soution Manager, MS System Center Operations Manager Copyright © 2009 CA
The Service Desk applyptf Package
The applyptf package includes
the necessary interfaces, htmpl
files, and modification files for
deploying the SAP integration on
CA Service Desk
> Files impacted by the
integration:
%NX_ROOT%\bopcfg\www\htmpl\web\a
nalyst
cnt_sap_tab.htmpl
cr_sap_tab.htmpl
detail_cr.htmpl
detail_in.htmpl
detail_pcat.htmpl
list_cnt.htmpl
list_in.htmpl
list_pcat.htmpl
%NX_ROOT%\bopcfg\majic
SAPInteg.mods
SAPInteg.mod9
SAPIntegpcd.spl
29Extending the value of CA Service Desk Manager witlh integration connectors – SAP Soution Manager, MS System Center Operations Manager Copyright © 2009 CA
Questions?
30Extending the value of CA Service Desk Manager witlh integration connectors – SAP Soution Manager, MS System Center Operations Manager Copyright © 2009 CA
CA Service Desk Manager & Microsoft System Center Operations Manager: a Catalyst Example ScenarioRoger Morse
Abstract
> Review an example of how to leverage CA Service Desk
Manager to implement Federated Incident Management
> Example Scenario: Manage Microsoft System Center
Operations Manager (SCOM) alerts within CA Service
Desk Manager to reduce risk, impact, and cost
32Extending the value of CA Service Desk Manager witlh integration connectors – SAP Soution Manager, MS System Center Operations Manager Copyright © 2009 CA
Agenda
> Situation Overview
> Use Case Review
> Benefits
> Advantages
33Extending the value of CA Service Desk Manager witlh integration connectors – SAP Soution Manager, MS System Center Operations Manager Copyright © 2009 CA
Situation Overview
> Problem
Events are often managed in a non-uniform manner
across IT silos
Difficultly integrating IT silos
> Solution
Move from “reactive” to “responsive” management
Centralised and uniform processes
> Goals
Enable IT silos to work together
Reduce risk, impact, and cost
34Extending the value of CA Service Desk Manager witlh integration connectors – SAP Soution Manager, MS System Center Operations Manager Copyright © 2009 CA
UC1 - New SCOM Alert; Create New SDM Incident
35
36Extending the value of CA Service Desk Manager witlh integration connectors – SAP Soution Manager, MS System Center Operations Manager Copyright © 2009 CA
37Extending the value of CA Service Desk Manager witlh integration connectors – SAP Soution Manager, MS System Center Operations Manager Copyright © 2009 CA
UC2 - Update SDM Incident; Update SCOM Alert
SDM SDM L1+L2 LSP SCOM L1+L2 SCOM
Top Package::Actor1
Update
SDMOnEvent
onEvent(Incident USMp)
findByKey
Update Alert
Response
Check if AlertID exists
Create new AlertKey(), with the AlertID
Alert EPR
Update Directive
Update Alert
Message2
38
39Extending the value of CA Service Desk Manager witlh integration connectors – SAP Soution Manager, MS System Center Operations Manager Copyright © 2009 CA
40Extending the value of CA Service Desk Manager witlh integration connectors – SAP Soution Manager, MS System Center Operations Manager Copyright © 2009 CA
UC3 - Update SCOM Alert; Update SDM Incident
SDM SDM L1+L2 LSP SCOM L1+L2 SCOM
Top Package::Actor1
Update
SDMOnEvent
onEvent(Incident USMp)
findByKey
Update Alert
Response
Check if AlertID exists
Create new AlertKey(), with the AlertID
Alert EPR
Update Directive
Update Alert
Message2
41
42Extending the value of CA Service Desk Manager witlh integration connectors – SAP Soution Manager, MS System Center Operations Manager Copyright © 2009 CA
Extending the value of CA Service Desk Manager witlh integration connectors – SAP Soution Manager, MS System Center Operations Manager Copyright © 2009 CA
Integration Benefits
> Automation
MS System Center alerts are mapped and created as
incidents in CA Service Desk Manager
CA Service Desk Manager receives notification of MS
System Center alerts
Utilise CA’s SOA-based, multivendor enabled, multi-point
integration platform
Leverage Microsoft’s Connector Framework (MCF) API
44Extending the value of CA Service Desk Manager witlh integration connectors – SAP Soution Manager, MS System Center Operations Manager Copyright © 2009 CA
Integration Benefits
> Centralised and Uniform Process
Bi-directional updates enable cross-IT Silo co-operation
– Alerts cleared or updated within each solution are
automatically cleared in the other
Reduce Risk, Impact and Costs
– Provides extended triage and trouble-shooting information
Accelerated management of faults – become responsive
45Extending the value of CA Service Desk Manager witlh integration connectors – SAP Soution Manager, MS System Center Operations Manager Copyright © 2009 CA
Advantages
> Design is based on WS standards
Using WS-Transfer & WS-Eventing
Transfers or receives Unified Service Model (USM) based objects
– Unified Service Model is CA’s approach for data transformation
> End Point References (EPR) for each application are
externalised
Example: user name/password required for login to respective
applications
Externalisation of EPRs allows to switch easily from one instance
to another of same application
46Extending the value of CA Service Desk Manager witlh integration connectors – SAP Soution Manager, MS System Center Operations Manager Copyright © 2009 CA
Extending the value of CA Service Desk Manager with integration connectors – SAP Solution Manager, MS System Center Operations ManagerRoger Morse
Brian Poissant
AppendixSupplemental Information
48Extending the value of CA Service Desk Manager witlh integration connectors – SAP Soution Manager, MS System Center Operations Manager Copyright © 2009 CA
How CA Catalyst Works
> Connector communicates to both the product and Logic
Server Pattern (LSP)
Receives the web service request from the product
Supports mappings and transformations between Product
Specific Object Model and USM
Receives the USM object via web service call from LSP and
converts it to product specific object model.
Wraps Product API as WS-Transfer
Acts as WS-Eventing client if an event broker is present
49Extending the value of CA Service Desk Manager witlh integration connectors – SAP Soution Manager, MS System Center Operations Manager Copyright © 2009 CA
LSP – The Policy Engine
> Reconciles the object model
> Operates on and delivers the reconciled USM
> Retrieves and runs all USM policies
> Brings the compatibility between different object models
> Transforms one USM object to another
> Supports Echo Policy
Suppresses the update if the events are repeated
Stores the objects temporarily for checking duplicate update
Cleans up the store as soon as the duplicate event is received
50Extending the value of CA Service Desk Manager witlh integration connectors – SAP Soution Manager, MS System Center Operations Manager Copyright © 2009 CA
SCOM Inbound & Outbound
Connector
(Based on SCOM OMCF)
CMDB L1 Connector
EITM Platform and
Information Model (LSP)
SCOM L1 Connector
M
S
S
C
O
M
C
A
SDM WS
AlertSO
IncidentSO
WS-Transfer / WS-Eventing
WS-Eventing/ WS-Transfer
> Builds on industry standards that CA and Microsoft
Helped define
Test integration
> Simple, standard parts and tools for message/object
transformation, correlation and reconciliation
51Extending the value of CA Service Desk Manager witlh integration connectors – SAP Soution Manager, MS System Center Operations Manager Copyright © 2009 CA